Playvox

SEPTEMBER 20, 2023

Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. One area where you can ease AI and automation into your contact center is in your quality management (QM) processes. What is Automated Quality Management? The results?

Quality management 52

Quality management Coaching Contact Center Calibration 52

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. Quality Management. Gamification. What are the Benefits of using a WFO Solution? A true WFO suite includes a number of technologies. WFO TERMS TO KNOW.

Management 86

Management Gamification Quality management Schedule adherence 86

Callminer

NOVEMBER 18, 2020

Hiring the right contact center agents is important, but ongoing agent training and performance management are crucial for customer satisfaction and the success of your business as a whole. If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Playvox

MARCH 12, 2023

Related Article: Team Leaders: How to Personalize your Agent Training 3. Ongoing feedback is crucial to ensuring that customer support teams are consistently giving exceptional CX. Get in the habit of using quality management software with coaching to provide meaningful feedback and guidance to your agents.

Contact Center 52

Contact Center Gamification Metrics Quality management 52

CSM Magazine

FEBRUARY 1, 2022

Two of the top wishes that agents identified in Calabrio’s survey are more frequent training and more personalized development. Calabrio Performance Coaching is designed to provide contact centre managers the insight to deliver on both of these to their agents, leveraging information they already have in Calabrio Quality Management. “As

Coaching 52

Coaching Gamification Customer Service Quality management 52

Serenova

JUNE 5, 2020

With childcare centers and schools closed, navigating the challenges of trying to work productively in shared spaces can mean managing relationships, (often increasing) responsibilities, schedules and personal wellbeing. You can help combat this by dialing up feedback with quality management tools.

Call Center 75

Call Center Schedule adherence Contact Center Gamification 75

DMG Consulting

JULY 26, 2018

If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. If possible, have the lead QA person deliver this module so new agents get acquainted with them.).

Best practices 48

Best practices Call Center Calibration Gamification 48

Monet Software

APRIL 24, 2020

QM systems in particular empower supervisors to review all forms of customer contacts—calls, emails, texts and DMs—to steer daily performance, identify opportunities for improvement and feed a continual, personalized skills development cycle for each agent. Feedback mechanisms to ensure communication is a two-way street.

Contact Center 62

Contact Center Management call center workforce Average Handle Time 62

Talkdesk

JULY 16, 2019

Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification. How Call Center Performance Management Improves Customer Experience When a customer reaches out to your contact center for help with an issue, what do they expect?

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

DMG Consulting

JULY 19, 2017

These solutions, which are capable of delivering an intelligent and personalized customer experience, are highly appealing to customers, who actually prefer to help themselves in this channel, as long as it works.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

DMG Consulting

MARCH 31, 2017

The WFM market is positioned for strong performance, driven by the need for flexible and accurate omni-channel WFM solutions that help companies deliver a personalized experience cost effectively. 2016 was a good year for this mature IT sector, which grew by 8.8%, adding 871,999 new seats. WFM vendors are finally listening to their customers.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48

JustCall

APRIL 5, 2023

Call recording – Calls are recorded for quality and training. This ensures that the inbound calls always reach the correct person/department. Feedback on 8×8 from Real-World Users 8×8 Pros 8×8 Cons The quality of phone calls/service is outstanding.

voip 52

voip Interactive Voice Response APIs Contact Center 52

Serenova

JUNE 6, 2019

It’s easy to alienate customers by forcing them to self-serve when they want to talk to a person. Quality management solutions allow you to monitor agent interactions with customers wherever they are. You can use the insights from agent performance to address issues your agents may have that impact call quality and CX.

Contact Center 40

Contact Center Technology Interactive Voice Response Gamification 40

DMG Consulting

APRIL 16, 2019

of capturing feedback from customers. Another emerging strategy for managing a personalized customer experience is the use of predictive analytics. Speech and text analytics are being enhanced with predictive analytics capabilities to enrich and personalize each customer interaction.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Playvox

JUNE 22, 2023

Whether your call center is made up of in-person, fully remote, or hybrid agents, in general, happy customer service agents and great employee experiences (EX) yield satisfied customers and great CX. Three Ways To Improve Agent Performance Metrics Contact center managers should provide additional agent training.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52